Help Desk Analyst

Primary Purpose

The Helpdesk Analyst provides technical support across Schuman Cheese, assisting employees with hardware, software, and network-related issues. This role will serve as the first point of contact for IT support, helping users troubleshoot technical problems, escalate complex issues when necessary, and ensure smooth day-to-day operations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive mindset. This position requires the ability to provide remote and on-site support in a fast-paced, multi-environment setting, including warehouses, factories, and office spaces. This position will require on-site support in Elgin, IL facility five days a week.

Responsibilities

* Technical Support & Troubleshooting + Serve as the first point of contact for IT-related support requests via phone, email, and in-person inquiries. + Diagnose and resolve hardware, software, and network issues efficiently. + Support and troubleshoot Windows Operating Systems, business applications, printers, and peripheral devices. + Assist users with password resets, account management, and software installations. + Provide remote assistance to employees across multiple locations. * Incident Management & Documentation + Log and track all helpdesk tickets using the IT ticketing system, ensuring timely resolution. + Prioritize, document, and escalate complex issues to higher-tier IT teams when necessary. + Maintain and update knowledge base articles, FAQs, and troubleshooting guides. * Hardware & Software Setup & Maintenance + Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals. + Install, update, and troubleshoot enterprise applications and security patches. + Assist with hardware replacements, device imaging, and workstation setups for new employees. + Coordinate equipment moves, swaps, and upgrades as needed. * User Support & Training + Provid...